Service Coordinator Order Experience I

Numotion•Everett, WA

3d•$19 - $25

About The Position

At Numotion, the Service Coordinator Order Experience I supports the company’s mission to improve the lives of people with disabilities by providing mobility products, services, and assistive technologies. The role receives and implements service and repair requests, coordinates timely service provision, and facilitates the movement of orders through Numotion’s order processing system. The coordinator assists customers with service and repair requests, maintains accurate order data, and progresses orders through completion. The role also supports purchase orders for replacement parts, warranty and return authorization documentation, customer communications, and service technician scheduling and routing. The position is responsible for resolving customer issues whenever possible, meeting productivity and performance standards, participating in service and repair improvement initiatives, and providing excellent service to internal and external customers. Duties may change in response to organizational needs or management direction. The position requires adherence to Numotion’s leadership principles, confidentiality requirements, company policies, and applicable federal regulations. The physical work requirements include prolonged desk and computer work, frequent use of hands, wrists, and fingers, and occasional arm and hand movement and reaching. The employee must be able to communicate effectively and work overtime as needed.

Requirements

High school diploma, GED, or an equivalent combination of experience and education.
At least one year of customer service experience.

Nice To Haves

Strong written and verbal communication skills.
Strong listening, organization, and priority-setting skills.
Ability to work in a fast-paced environment and manage multiple priorities.
Ability to think quickly, assess situations, and make sound decisions.
Ability to provide best-in-class customer service.
Working knowledge of service order processing.
Knowledge of complex rehabilitation equipment and products.
Prior experience in the durable medical equipment industry.
Exceptional interpersonal and problem-solving skills with internal colleagues and external customers.
Knowledge of Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

Assist customers with service and repair requests, enter and maintain accurate data in the order processing system, and progress orders through completion.
Release purchase orders for replacement parts accurately and promptly, and facilitate warranty and return authorization documentation as appropriate.
Respond promptly to customer inquiries, requests, and complaints; work with other staff to improve customer satisfaction and turnaround times; and communicate customers’ financial responsibility.
Resolve customer issues without additional transfers when possible and de-escalate customers when appropriate.
Coordinate scheduling and routing of service technicians upon request.
Reconcile routes and daily schedules to ensure proper allocation of service technicians’ time, and report discrepancies to management.
Meet established productivity and performance standards.
Participate in Service & Repair initiatives to continually improve department results.
Perform other duties as assigned by the manager.
Use Numotion Leadership Principles to perform the job with integrity, compliance, and values consistent with Numotion’s mission.
Protect employee and customer confidentiality and comply with Numotion policies and federal regulations.
Provide excellent customer service to internal and external operations customers, offer solutions to customer concerns, and keep customer service a top priority.